There’s good news and bad news about your latest blog entry. The good news is that your post may elicit a response. The bad news is that your post may elicit a response.
Blogs are designed for you to interact with the reader. Encourage this practice. Just be aware that you may get a negative or inappropriate comment. You have the right and the ability to remove offending comments, but that doesn’t mean that you should. How you deal with negative comments will say more about you as a businessperson than the contents of your posts.
Create a social media/blog comment policy
You have the ability to set the ground rules. Why not? It’s your ground. Post a page that outlines inappropriate behavior in your comments, such as offensive language, personal attacks and spam. If someone breaks your covenant, then delete that person’s comment. You can also block someone who has broken the rules and prevent them from posting in the future. Checkerboard can help you devise and execute a social media and blog policy.
Become a moderator
A blog that I often read has recently been inundated with spam comments. The administrator had no choice but to filter all incoming comments. You have the option of doing this. Just make sure that you use that power wisely. Only filter the comments that violate your posting policy.
Legitimate negative comments
If someone has a valid complaint, and you are in the wrong, apologize and work to rectify the situation. It demonstrates to the person with a grievance that his/her satisfaction is most important and you also get to show it to the other readers. Responding promptly and treating that person with respect leaves a great impression with your visitors. If it’s any kind of error, quickly fix it and move on.
Stay above the fray
There are some people who are spoiling for a fight. Don’t take the bait and engage. It will not end well for you. Do not remove the negative comment. Politely acknowledge the gripe. If that person doesn’t relent, leave the posts (unless that person violates your comment policy). Taking down the comment sends the wrong message, and it may discourage others from interacting with you. If you have clearly and diplomatically stated your position and he/she still complains, the other readers will not find fault with you.
Take it outside
Another way to deal with a complaint is to settle a dispute through private channels (e-mail). This keeps others out of an argument that doesn’t involve anyone else and it prevents someone else from entering the fray. Don’t write anything that you wouldn’t want posted, as tearing down a person may find its way back online somewhere.
